If HP Scan to Email is not working, the problem is often caused by incorrect SMTP settings, missing DNS information, authentication failures, network connectivity problems, or changes to your email provider’s security requirements.
You may encounter errors such as:
- SMTP server or gateway not responding
- Cannot resolve the SMTP server
- SMTP authentication failed
- Unable to connect to the remote destination
- One or more recipient addresses are not valid
- Scan to Email was working but suddenly stopped
- The document scans successfully but the email is never delivered
The good news is that these errors can often be narrowed down systematically. Before changing numerous settings at once, determine whether the HP printer can reach the internet, resolve the SMTP server through DNS, connect to the correct SMTP port, and successfully authenticate with the email service.
Quick Fixes for HP Scan to Email Not Working
If your HP printer suddenly stopped scanning to email, check these items first:
- Verify the printer has a valid IP address and network connection.
- Check the Preferred DNS and Alternate DNS addresses.
- Confirm the SMTP server name is correct.
- Verify the SMTP port and encryption settings.
- Re-enter the SMTP username and password.
- Check whether the email provider now requires a different authentication method.
- Verify the printer’s date, time, and time zone are correct.
- Confirm the From and recipient email addresses are valid.
- Restart the printer after making network or SMTP changes.
- Send a test email from the printer’s Scan to Email configuration page when that option is available.
If you see “Cannot resolve the SMTP server” or a similar DNS-related message, start with the printer’s DNS configuration.
If you see “SMTP authentication failed,” concentrate on the email account, username, password, authentication method, and your email provider’s security requirements.
If you see “SMTP gateway not responding” or the printer cannot connect to the remote destination, investigate the SMTP server address, port, encryption settings, DNS, internet connectivity, and any network restrictions.
Start With DNS: A Common Scan-to-Email Problem We’ve Encountered
In our experience providing IT support, missing DNS settings have been one of the most common reasons we’ve encountered for Scan to Email failing on printers and multifunction devices.
This is particularly easy to overlook when a printer has been assigned a static IP address manually.
The printer can appear to be connected to the local network—you may even be able to access its web interface—but Scan to Email can still fail because the device cannot resolve the SMTP server’s hostname.
That’s why Preferred DNS Address and Alternate DNS Address are among the first settings we check when troubleshooting Scan to Email.
Check the HP Printer’s DNS Settings
One of the first things we check when troubleshooting HP Scan to Email is the printer’s DNS configuration.
In our experience providing IT support, we have encountered numerous printers and multifunction devices where Scan to Email failed because the device had been configured with a static IP address but no DNS server addresses had been entered.
This can be confusing because the printer may otherwise appear to be working normally.
You may still be able to:
- Print to the device
- Ping its IP address
- Access the printer’s Embedded Web Server
- Scan documents locally
- Communicate with the printer from computers on the network
Yet Scan to Email fails because the printer cannot translate the SMTP server’s hostname into the IP address it needs to reach over the internet.
Why DNS Is Required for Scan to Email
DNS stands for Domain Name System.
When your HP printer is configured to send email through an SMTP server such as:
smtp.example.com
the printer needs DNS to determine the IP address associated with that server name.
Without a functioning DNS server, the printer may know its own IP address, subnet mask, and default gateway but still be unable to locate the SMTP server.
Depending on the HP model, this can produce errors such as:
- Cannot resolve the SMTP server
- SMTP server not found
- SMTP gateway not responding
- Unable to connect to the remote destination
- Server connection failed
The exact wording varies by printer and firmware version.
Check Preferred DNS and Alternate DNS
Open the network configuration for your HP printer and look for settings labeled something similar to:
- Preferred DNS Server
- Alternate DNS Server
- Primary DNS
- Secondary DNS
- DNS Server
- Preferred DNS Address
- Alternate DNS Address
If these fields are blank, that may be the reason Scan to Email cannot communicate with the SMTP server.
This is especially important when someone has manually assigned the printer a static IP address.
With DHCP, the printer will commonly receive DNS information automatically from the network. When configuring a static IP manually, however, it is possible to enter the IP address, subnet mask, and default gateway while accidentally leaving DNS blank.
The printer then works on the local network but may have difficulty communicating with services on the internet.
What DNS Server Addresses Should You Use?
The appropriate DNS servers depend on how the network is configured.
In a business environment, the correct DNS server might be:
- A local DNS server
- A Windows domain controller providing DNS
- The firewall or router
- DNS servers provided by the Internet Service Provider
- An approved public DNS service
Do not automatically replace an organization’s existing DNS configuration with public DNS without understanding the network design.
For a simple network without internal DNS requirements, commonly used public DNS services include:
Google Public DNS
- 8.8.8.8
- 8.8.4.4
Other public DNS providers are also available.
For a business network, use the DNS servers specified by the organization’s IT administrator or network configuration.
Check the Default Gateway Too
While checking DNS, verify the printer also has the correct default gateway.
The default gateway allows the printer to communicate with networks beyond its own local subnet, including internet-based SMTP servers.
A printer with the correct IP address but an incorrect or missing default gateway may still print normally from nearby computers while being unable to reach external email services.
For a typical static network configuration, verify:
- IP address
- Subnet mask
- Default gateway
- Preferred DNS
- Alternate DNS
All of these settings need to make sense for the network where the printer is installed.
Test DNS After Making Changes
After correcting the DNS configuration:
- Save the network settings.
- Restart the printer if necessary.
- Allow the printer to reconnect to the network.
- Return to the Scan to Email or SMTP configuration.
- Run the available connection or email test.
- Try sending a scan to a known working email address.
If the error changes from a DNS or server-resolution problem to an authentication error, that can actually be useful information.
It may mean the printer is now successfully finding and communicating with the SMTP server, but the server is rejecting the login or authentication method.
At that point, move on to the SMTP authentication settings.
DNS Problems Are Not Limited to HP Printers
Although this guide focuses on HP printers, the same DNS principle applies to many multifunction printers, copiers, and scanners.
We have seen Scan to Email configuration issues involving devices from manufacturers such as:
- Canon
- Ricoh
- Xerox
- Epson
- Brother
- Sharp
- Kyocera
- Konica Minolta
- Other multifunction printer manufacturers
If a network-connected device needs to send email through an SMTP hostname, it generally needs functioning DNS to locate that mail server.
So when Scan to Email suddenly isn’t working, don’t overlook the printer’s basic network configuration simply because ordinary printing still works.
Check the SMTP Server, Port, and Encryption Settings
If the HP printer has a working network connection and correct DNS settings, the next place to look is the SMTP configuration.
SMTP stands for Simple Mail Transfer Protocol. Scan to Email uses an SMTP server to send the scanned document from the printer to the recipient’s email address.
For the connection to work, several settings must agree with the requirements of the email provider:
- SMTP server name
- SMTP port
- Encryption method
- Authentication requirements
- Username
- Password or other supported credentials
- From email address
A single incorrect setting can prevent the printer from sending email.
Verify the SMTP Server Address
First, confirm that the SMTP server name entered in the HP printer is correct for the email service being used.
The SMTP server should be obtained from the current documentation for your email provider or mail administrator.
Be careful when copying SMTP settings from an old printer or online article. Email providers can change their requirements over time, and settings that worked several years ago may no longer be appropriate.
Also check carefully for typing errors.
An incorrect SMTP hostname can produce errors such as:
- Cannot resolve SMTP server
- SMTP gateway not responding
- Unable to connect to server
- Remote destination unavailable
If the hostname is correct but the printer says it cannot resolve the server, return to the DNS troubleshooting section.
Verify the SMTP Port
The SMTP port configured on the HP printer must match the port supported by the email service and the selected encryption method.
Common SMTP ports include:
Port 587 – Commonly associated with authenticated SMTP submission using STARTTLS.
Port 465 – Commonly associated with SMTP using implicit TLS where supported by the email provider and device.
Port 25 – Traditionally used for SMTP server-to-server communication and sometimes for specific relay configurations. It may be blocked by Internet providers or networks and is generally not the default choice for authenticated client submission.
Do not choose a port simply because it is commonly used.
Use the port specified by your email provider or mail administrator for the configuration you’re implementing.
Check SSL/TLS Encryption
Modern email services generally require encrypted SMTP connections.
Depending on the HP printer model, you may see settings labeled:
- SSL
- TLS
- STARTTLS
- SSL/TLS
- Secure connection
- Require secure connection
The terminology varies among HP models and firmware versions.
The encryption setting must be compatible with both the SMTP server and the selected port.
For example, entering the correct SMTP hostname and password but choosing an incompatible encryption method can still prevent Scan to Email from working.
Check SMTP Authentication
Many SMTP services require the printer to authenticate before sending email.
When SMTP authentication is required, verify:
- Authentication is enabled on the printer.
- The username is correct.
- The password is correct.
- The account is permitted to use the required SMTP service.
- The From address complies with the email provider’s requirements.
- The email provider supports the authentication method available on the printer.
This last point has become increasingly important with older printers.
Older HP Printers and Modern Email Authentication
Some older multifunction printers were designed when simple username-and-password SMTP authentication was widely supported.
Modern cloud email services have strengthened authentication requirements considerably.
As a result, an older HP printer may have perfectly correct DNS, network, SMTP server, and password settings but still be unable to authenticate because the printer does not support the authentication method required by the email service.
This can become particularly noticeable after an email provider changes security requirements.
If Scan to Email worked for years and suddenly stopped, do not automatically assume the printer itself failed. Check whether the email service changed its SMTP authentication or security requirements.
Re-Enter the SMTP Credentials
If the printer reports an authentication failure, carefully re-enter the SMTP username and password.
Check for:
- Incorrect password
- Recently changed password
- Locked or disabled account
- Incorrect username format
- Expired credentials
- Multi-factor authentication or security changes
- SMTP authentication being disabled for the account
- An unsupported authentication method
Do not repeatedly guess passwords against a business email account. Repeated failed authentication attempts may trigger account security protections.
Verify the From Email Address
Some SMTP services restrict which address a device is allowed to send from.
For example, the authenticated account might be:
while the printer is configured to send messages as:
Whether this is allowed depends on the email system and its configuration.
If authentication succeeds but sending still fails, verify that the From address is permitted for the account or relay method being used.
Test the SMTP Configuration
Many HP printers provide an option in the Embedded Web Server or Scan to Email configuration to test the SMTP settings.
If available, use it.
The resulting error can help narrow down where the connection is failing:
- Cannot resolve server → investigate DNS and SMTP hostname.
- Cannot connect to server → investigate server address, port, encryption, gateway, firewall, and network connectivity.
- Authentication failed → investigate credentials and authentication requirements.
- Recipient rejected or invalid → investigate recipient formatting, mail policy, and address restrictions.
- Test succeeds but scans don’t arrive → investigate spam filtering, message size, attachment limits, mail flow, and recipient filtering.
The objective is to identify which stage of the email process is failing rather than repeatedly changing unrelated settings. IT Support company like us to assist you further.
HP Scan to Email With Microsoft 365 or Office 365
Microsoft 365 is commonly used as the email service behind Scan to Email in business environments. However, Microsoft 365 security and authentication requirements have changed considerably over time, so a configuration that worked on an older HP printer for years may eventually require changes.
Before troubleshooting the printer itself, determine how the device is currently sending email through Microsoft 365.
Microsoft supports multiple methods for multifunction printers, scanners, and applications, and the appropriate method depends on the device’s capabilities and the organization’s Microsoft 365 configuration.
Microsoft 365 SMTP AUTH Client Submission
One common configuration uses authenticated SMTP submission.
Typical settings for this method include:
- SMTP server: smtp.office365.com
- Port: 587
- TLS/STARTTLS: Enabled
- Authentication: Required
- Username: Microsoft 365 mailbox/email address used by the printer
- Password or supported authentication method: Associated with that account
The printer must also have working DNS and internet connectivity so it can resolve and reach Microsoft’s SMTP service.
Do not assume these settings alone guarantee that Scan to Email will work. The Microsoft 365 tenant, mailbox, authentication policies, and capabilities of the printer all matter.
Check Whether SMTP AUTH Is Enabled
Microsoft 365 administrators can control whether authenticated SMTP submission is permitted.
SMTP AUTH may be disabled for the entire organization or for an individual mailbox.
Therefore, if the HP printer has the correct SMTP server, port, username, and password but continually reports an authentication error, check whether Authenticated SMTP is permitted for the mailbox and tenant.
Do not enable legacy authentication across an organization simply to make an old printer work without first considering the security implications and available alternatives.
Microsoft 365 Is Moving Away From Basic SMTP Authentication
This is particularly important for older HP printers.
Historically, many printers authenticated to Microsoft 365 SMTP using a simple username and password, commonly referred to as Basic authentication.
Microsoft is moving Exchange Online SMTP AUTH away from Basic authentication toward OAuth and modern authentication.
As a result, organizations should not design a new long-term Scan to Email solution around legacy Basic authentication simply because an older printer supports it.
An older HP printer that cannot support Microsoft’s modern authentication requirements may eventually require a different mail-delivery configuration or replacement.
Why an HP Printer Can Suddenly Stop Sending Through Microsoft 365
If Scan to Email previously worked but suddenly stops, investigate changes outside the printer as well.
Possible causes include:
- The Microsoft 365 account password changed.
- SMTP AUTH was disabled.
- The account was disabled or locked.
- Authentication or security policies changed.
- The printer no longer supports the authentication requirements.
- TLS or encryption compatibility became an issue.
- The From address is not permitted.
- DNS or network settings changed.
- A firewall or Internet connection changed.
- The Microsoft 365 configuration was modified.
This is why simply resetting the HP printer or repeatedly entering the same password may not solve the problem.
Don’t Disable MFA Just to Make Scan to Email Work
A common temptation when an older printer cannot authenticate is to weaken the Microsoft 365 account’s security.
That is generally the wrong approach.
Do not disable multi-factor authentication or broadly weaken organizational security policies solely to accommodate an outdated printer configuration.
Instead, determine which Microsoft-supported mail method is appropriate for the device and organization.
Depending on the environment, the solution may involve:
- A supported modern authentication method
- A different Microsoft 365 mail-flow configuration
- An SMTP relay
- Another approved email delivery service
- Updated printer firmware
- A newer multifunction printer that supports modern authentication
The appropriate solution depends on the organization’s security requirements and network design.
Microsoft 365 Scan to Email Troubleshooting Checklist
If an HP printer cannot send email through Microsoft 365, verify:
- The printer has internet connectivity.
- DNS is configured correctly.
- The SMTP server name is correct.
- The SMTP port is correct.
- TLS/STARTTLS is configured appropriately.
- The mailbox or sending identity is valid.
- The account has not been disabled or locked.
- SMTP AUTH is permitted if the configuration requires it.
- The printer supports the authentication method being used.
- The From address is allowed.
- The printer’s date, time, and time zone are correct.
- No firewall or network policy is preventing the SMTP connection.
If all of these settings appear correct but authentication continues to fail, the next question should be:
Does this HP printer support the authentication method Microsoft 365 currently requires for the configuration we’re trying to use?
That distinction is increasingly important with older multifunction printers.
HP Scan to Email With Gmail or Google Workspace
If your HP printer sends scanned documents through a Gmail or Google Workspace account, authentication and security settings are another important area to check.
Older Scan to Email instructions often recommended entering a Gmail address and normal account password directly into the printer. That approach may no longer work because Google has strengthened its authentication requirements and discontinued older less-secure sign-in methods.
Before changing printer settings, determine whether you’re using:
- A personal Gmail account
- A managed Google Workspace account
- Google’s SMTP relay service
- Another SMTP service associated with your organization
The correct configuration depends on the type of account and how your organization manages email.
Check the Gmail SMTP Settings
For configurations that support authenticated Gmail SMTP, commonly used settings include:
- SMTP server: smtp.gmail.com
- Port: 587 with TLS/STARTTLS or 465 with SSL
- Authentication: Required
- Username: The Gmail or Google Workspace email address
- Encryption: Required
However, the printer must also support an authentication method permitted by Google.
Simply entering the correct SMTP server and port does not guarantee that an older HP printer will be able to authenticate.
Gmail App Passwords
Some devices that cannot perform Google’s normal interactive sign-in may be able to use an app password when the Google account and security configuration support that option.
An app password is different from the user’s regular Google password.
If an app password is being used for the printer and Scan to Email suddenly stops working, check whether:
- The app password was revoked.
- The Google account password was changed.
- The account’s security settings changed.
- The administrator changed authentication policies.
- The account is still permitted to use app passwords.
Do not enter a user’s primary Google password into an older printer simply to bypass an authentication problem.
Google Workspace SMTP Relay
Businesses and organizations using Google Workspace may have another option: SMTP relay.
Google Workspace administrators can configure the SMTP relay service to allow approved devices and applications to send email according to organizational policies.
This can be useful for multifunction printers, scanners, copiers, and other devices that need to send automated email.
However, SMTP relay should be configured deliberately by the organization’s administrator.
Depending on the configuration, restrictions may be based on factors such as:
- Authorized sending addresses
- Authentication
- Public IP addresses
- TLS requirements
- Allowed senders
- Organizational policies
Do not create an unrestricted SMTP relay. An improperly secured relay could be abused to send unauthorized email.
Why Gmail Scan to Email Can Suddenly Stop Working
If an HP printer previously sent scans through Gmail or Google Workspace but suddenly stops, possible causes include:
- Google account password changes
- App password changes or revocation
- Authentication policy changes
- Google Workspace administrator changes
- SMTP relay configuration changes
- Printer firmware or TLS compatibility
- Incorrect date or time on the printer
- DNS problems
- Network or firewall changes
- Changes to the account used as the sender
Again, the fact that printing still works does not prove the printer can communicate with Google’s email servers.
Printing typically occurs over the local network, while Scan to Email requires the printer to communicate with an external SMTP service.
Gmail and Google Workspace Troubleshooting Checklist
If HP Scan to Email isn’t working with Gmail or Google Workspace, verify:
- The HP printer has a valid network connection.
- Preferred and Alternate DNS settings are correct.
- The SMTP server name is correct.
- The correct SMTP port is configured.
- SSL/TLS or STARTTLS matches the selected SMTP configuration.
- The sending Google account is active.
- The authentication method is still permitted.
- Any required app password is valid.
- Google Workspace SMTP relay settings are correct, if relay is being used.
- The From address is permitted.
- The printer’s date, time, and time zone are correct.
- The printer supports the security requirements of the Google service.
Older HP Printers May Be the Limiting Factor
As with Microsoft 365, an older HP printer can become the limiting factor even though there is nothing mechanically wrong with it.
The scanner may work perfectly. The printer may work perfectly. Network printing may work perfectly.
But if the device cannot support the authentication or encryption required by the modern email service, Scan to Email can still fail.
At that point, the appropriate solution may be an approved SMTP relay configuration, another supported mail-delivery method, updated firmware, or eventually replacing the multifunction device with one that supports current email security standards.
Common HP Scan to Email Error Messages and What They Mean
The error displayed by your HP printer can provide an important clue about where the Scan to Email process is failing.
Instead of changing every SMTP setting at once, use the error message to narrow the problem to DNS, network connectivity, authentication, encryption, or email addressing.
Cannot Resolve the SMTP Server
If the HP printer reports that it cannot resolve the SMTP server, start with DNS.
The printer is attempting to contact an SMTP hostname but may be unable to determine the server’s IP address.
Check:
- Preferred DNS address
- Alternate DNS address
- SMTP server spelling
- Default gateway
- Printer network connection
- Internet connectivity
This is particularly common when a printer has been manually assigned a static IP address but DNS settings were left blank.
If DNS is corrected and the printer begins reporting an authentication error instead, that may indicate progress: the printer can now locate the SMTP server but is having trouble logging in.
SMTP Gateway Not Responding
An SMTP gateway not responding error generally means the printer cannot successfully communicate with the configured SMTP service.
Check:
- SMTP server address
- DNS resolution
- SMTP port
- SSL/TLS settings
- Default gateway
- Internet connectivity
- Firewall rules
- Network restrictions
- Email provider availability
Also verify that the SMTP server and port combination is appropriate for the email service you’re using.
If the printer can resolve the server but cannot establish a connection, the problem may involve the port, encryption method, firewall, or SMTP service rather than DNS.
SMTP Authentication Failed
An SMTP authentication failed message means the printer may be reaching the email server but the server is not accepting the authentication attempt.
Check:
- SMTP username
- SMTP password
- Username format
- Whether the password recently changed
- Whether the account is locked or disabled
- Whether SMTP authentication is permitted
- Multi-factor authentication requirements
- App-password requirements where applicable
- Whether the printer supports the required authentication method
With older HP printers, this error can occur even when the username and password are correct because the email provider no longer accepts the authentication method supported by the device.
This is particularly important with modern cloud email platforms such as Microsoft 365 and Google Workspace.
The Printer Is Unable to Connect to the Remote Destination
Some HP printers display an error similar to:
“The printer is unable to connect to the remote destination. Check your configurations and try again.”
This is a relatively broad connection error.
Start by checking:
- Printer network connection
- Default gateway
- Preferred and Alternate DNS
- SMTP server address
- SMTP port
- SSL/TLS settings
- Authentication settings
- Firewall or network restrictions
If possible, use the printer’s Embedded Web Server to test the SMTP configuration and look for a more specific error.
One or More Recipient Addresses Are Not Valid
If the printer reports that one or more recipient addresses are not valid, check the destination email address carefully.
Look for:
- Misspelled email addresses
- Missing
@symbol - Incorrect domain
- Spaces before or after the address
- Invalid characters
- Old address-book entries
- Multiple recipients entered using an unsupported format
Try sending the scan to one known-good recipient address.
If that works, add additional recipients individually until you identify the address or formatting that causes the failure.
Scan Completes but the Email Never Arrives
Sometimes the HP printer appears to scan and send successfully, but the recipient never receives the message.
In that situation, the problem may be farther along in the email-delivery process.
Check:
- Recipient spam or junk folder
- Email security or filtering system
- Quarantine
- Attachment size limits
- Message-size restrictions
- Sender restrictions
- Mail-flow rules
- From address
- Recipient address
- SMTP logs, when available
Try sending a small one-page black-and-white scan to a known working mailbox.
If a small scan arrives but a large color PDF does not, investigate message and attachment size limits.
Scan to Email Suddenly Stopped Working
If Scan to Email worked previously and suddenly stops, first ask:
What changed?
Common changes include:
- Email account password changed
- SMTP authentication policy changed
- Microsoft 365 or Google Workspace security settings changed
- SMTP relay configuration changed
- Printer IP configuration changed
- DNS settings changed
- Internet provider or firewall changed
- Printer firmware changed
- Email account was locked or disabled
- TLS or certificate requirements changed
- Printer date or time became incorrect
Avoid factory-resetting the printer as your first troubleshooting step.
A factory reset may erase the existing network, address book, SMTP, scanning, and other configuration without fixing an external email or authentication problem.
HP Scan to Email Works for Some Recipients but Not Others
If scans reach some email addresses but not others, the printer’s basic SMTP configuration is probably functioning.
Investigate:
- Incorrect recipient addresses
- Recipient spam filtering
- Domain-specific mail filtering
- Blocked senders
- Attachment restrictions
- Message-size limits
- Email security policies
- Recipient mail-flow rules
Testing multiple known-good addresses can help determine whether the failure is occurring at the printer or after the message has already been accepted for delivery.
Use the Error to Identify the Stage That Failed
A useful way to troubleshoot Scan to Email is to think of it as a sequence:
Network → DNS → SMTP connection → Encryption → Authentication → Message submission → Email delivery
The error can often tell you approximately where that process stopped.
For example:
- Cannot resolve SMTP server → DNS
- Cannot connect / gateway not responding → network, port, encryption, or SMTP service
- Authentication failed → account or authentication method
- Invalid recipient → email address or recipient configuration
- Send succeeds but nothing arrives → mail flow, filtering, or message restrictions
Once you identify the stage that is failing, you can concentrate your troubleshooting there rather than changing unrelated settings.
Use the HP Embedded Web Server to Check Scan to Email Settings
Many HP network printers and multifunction devices include an Embedded Web Server (EWS) that allows you to manage the printer through a web browser.
When troubleshooting Scan to Email, the EWS can be particularly useful because it may provide easier access to network, DNS, SMTP, security, and Scan to Email settings than the printer’s control panel.
The exact menus vary considerably by HP model and firmware version.
Find the HP Printer’s IP Address
First, determine the printer’s IP address.
Depending on the HP model, you may be able to find it from:
- The printer’s Network or Wireless menu
- Network Configuration
- Network Summary
- Printer Information
- A printed network configuration page
- Your router, firewall, or DHCP server
An IPv4 address will typically look similar to:
192.168.1.50
Your actual network may use a different IP address range.
Open the HP Embedded Web Server
From a computer connected to the same network as the printer:
- Open a web browser.
- Enter the printer’s IP address into the browser’s address bar.
- Press Enter.
- The HP Embedded Web Server should open if the printer supports it and web management is enabled.
Depending on the model and configuration, the printer may require administrator credentials before allowing you to change settings.
If the browser displays a certificate or security warning when connecting directly to the printer, evaluate the warning carefully and verify that you are connecting to the intended device before proceeding.
Find the Scan to Email Settings
The exact location varies among HP printer families.
Look for sections with names such as:
- Scan
- Scan/Digital Send
- Scan to Email
- Email Setup
- Email Servers
- SMTP
- Digital Sending
- Outgoing Email
- Network
- Security
Do not be concerned if your HP interface doesn’t match screenshots from another model exactly.
HP has used different EWS interfaces and menu structures across printer families and firmware versions.
Review the SMTP Configuration
Once you locate the Scan to Email configuration, verify the settings we’ve discussed throughout this guide:
- SMTP server name
- SMTP port
- SSL/TLS or STARTTLS
- SMTP authentication
- Username
- Password or supported authentication method
- From email address
- Default sender information
- Recipient restrictions, if configured
If the printer supports multiple outgoing email profiles or SMTP servers, make sure you’re editing the profile actually being used by Scan to Email.
Check Network and DNS Settings in the EWS
While you’re logged into the Embedded Web Server, review the printer’s network configuration.
Verify:
- IP address
- Subnet mask
- Default gateway
- Preferred DNS
- Alternate DNS
This is particularly important when the printer uses a manually configured static IP address.
A printer can be reachable from computers on the local network while still being unable to communicate with an internet-based SMTP server because the gateway or DNS configuration is incomplete.
Send a Test Email
Some HP printers provide a Test, Test & Save, Send Test Email, or similar option within the Scan to Email configuration.
Use it when available.
A successful test confirms that several pieces of the configuration are working together.
If the test fails, record the exact error message rather than immediately changing multiple settings.
For example:
- Cannot resolve server → Check DNS and SMTP hostname.
- Cannot connect to server → Check SMTP server, port, TLS, gateway, firewall, and internet connectivity.
- Authentication failed → Check account credentials and authentication requirements.
- Invalid sender → Check the From address and sending permissions.
The exact wording will vary by HP model.
Change One Setting at a Time
When troubleshooting through the EWS, avoid changing several settings simultaneously.
Instead:
- Record the existing configuration.
- Identify the most likely cause.
- Change one relevant setting.
- Save the configuration.
- Run another test.
- Record the new result.
This makes it much easier to determine what actually fixed the problem.
Taking screenshots of the original configuration before making changes can also be helpful, particularly on a business printer with multiple scan destinations or email profiles.
Be Careful With Factory Resets
A factory reset should generally not be your first response to a Scan to Email problem.
Resetting an HP multifunction printer may erase settings such as:
- Static IP configuration
- DNS settings
- Scan to Email profiles
- SMTP configuration
- Address books
- Scan destinations
- Security settings
- Other customized options
If the actual problem is a changed email password, disabled SMTP authentication, DNS failure, or incompatible authentication method, resetting the printer may create additional work without solving the underlying problem.
Document the existing configuration before performing any major reset.
Check HP Printer Firmware, Date, Time, and TLS Compatibility
If the network, DNS, SMTP server, port, and authentication settings all appear correct but HP Scan to Email still isn’t working, check the printer itself for firmware and security-related issues.
This is particularly important with older HP multifunction printers connecting to modern cloud email services.
Check the Printer’s Date and Time
Verify that the HP printer has the correct:
- Date
- Time
- Time zone
This may seem unrelated to Scan to Email, but secure connections rely on digital certificates that have specific validity periods.
If the printer’s clock is significantly incorrect, it may have difficulty establishing a secure TLS connection with the SMTP server.
If the printer repeatedly loses its date and time after being restarted or unplugged, that may require additional investigation.
Check for HP Firmware Updates
Printer firmware controls many of the device’s network, security, scanning, and communication functions.
If Scan to Email has stopped working even though the configuration appears correct, check whether HP provides a newer firmware version for your specific printer model.
Firmware updates may include:
- Security improvements
- Network compatibility updates
- Bug fixes
- Scan and digital-send improvements
- Certificate updates
- Compatibility improvements
Use HP’s official support resources to locate firmware for the exact printer model.
Do not install firmware intended for a different HP model.
Restart the Printer After Configuration Changes
After changing DNS, SMTP, network, or security settings, restarting the printer can sometimes help ensure the new configuration is fully applied.
A reasonable troubleshooting sequence is:
- Record the current configuration.
- Make the required change.
- Save the settings.
- Restart the printer if appropriate.
- Allow it to reconnect to the network.
- Test Scan to Email again.
Avoid repeatedly power-cycling the printer without changing or investigating anything. A restart can apply configuration changes, but it does not correct an invalid SMTP password, missing DNS server, or unsupported authentication method.
Older Printers and TLS Compatibility
Older HP printers can sometimes have difficulty communicating with modern email servers because security standards have evolved since the device was manufactured.
SMTP servers increasingly require modern versions of TLS encryption and current certificate-validation capabilities.
An older printer may support Scan to Email but use security protocols that are no longer accepted by the email provider.
This can create a frustrating situation where:
- DNS works.
- The SMTP server name is correct.
- The SMTP port is correct.
- The username and password appear correct.
- The printer has internet access.
Yet the secure SMTP connection still fails.
In that situation, investigate whether the printer’s firmware and TLS capabilities are compatible with the current requirements of the email service.
Don’t Weaken Email Security to Accommodate an Old Printer
If an older HP printer cannot communicate with a modern SMTP service, avoid weakening the organization’s overall email security just to make the device work.
Do not disable important security controls across Microsoft 365, Google Workspace, or another email platform simply because a legacy multifunction printer cannot support current requirements.
A better solution may involve:
- Updating the printer firmware
- Using an approved SMTP relay
- Using another secure mail-delivery method
- Reconfiguring the device according to current provider guidance
- Replacing an obsolete printer that cannot support current security standards
For a business environment, the solution should maintain both functionality and security.
Check the Printer’s Certificate Settings
Some business-class HP printers provide certificate-management options through the Embedded Web Server.
If Scan to Email fails during secure SMTP communication, outdated or invalid certificates may be relevant depending on the printer and configuration.
Certificate troubleshooting can become complex, so avoid deleting or replacing certificates without understanding their purpose.
If you’re working with a managed business network, document the error and involve the organization’s IT administrator before making significant security changes.
When All the Settings Look Correct
If you’ve verified:
Network → DNS → SMTP server → Port → TLS → Authentication → Date/Time → Firmware
and Scan to Email still fails, the next step is to determine whether the problem is with:
- The HP printer
- The network
- The email provider
- The sending account
- The authentication method
- Mail-flow or security policies
At this stage, the exact error message and SMTP test result become especially important.
Document those results before changing additional settings.
HP Scan to Email Was Working and Suddenly Stopped
If Scan to Email worked normally in the past and suddenly stopped, avoid rebuilding the entire configuration immediately.
Instead, ask:
What changed since the last time Scan to Email worked?
A previously working configuration gives you an important clue. The printer, network, and email service were successfully communicating before something changed.
Check for an Email Password Change
A changed password is one of the first things to investigate when the printer authenticates with a dedicated email account.
If the password was changed in Microsoft 365, Google Workspace, Gmail, or another email service, the old password stored in the HP printer may no longer work.
Update the credentials in the printer’s Scan to Email configuration and test again.
Check Whether the Email Account Is Locked or Disabled
Verify that the account being used by the printer is still active.
Look for:
- Disabled account
- Locked account
- Expired password
- Deleted mailbox
- Changed username
- Changed email address
- Sign-in restrictions
- SMTP authentication restrictions
An account problem can cause Scan to Email to stop even though nothing changed on the printer.
Check for Email Security Changes
Cloud email services continually evolve their security requirements.
Changes involving authentication, SMTP access, TLS, security policies, or account permissions can break a configuration that worked previously.
This is particularly important with older multifunction printers that may support only older authentication methods.
If the failure began without anyone changing the printer, investigate the email platform as well as the device.
Check Whether the Printer’s Network Settings Changed
Verify the printer still has the expected:
- IP address
- Subnet mask
- Default gateway
- Preferred DNS
- Alternate DNS
A printer can continue accepting print jobs from computers on the local network even when incorrect DNS or gateway settings prevent it from reaching an external SMTP server.
Check for Network or Firewall Changes
Ask whether anything recently changed on the network.
Examples include:
- New firewall
- New router
- Internet provider change
- New VLAN
- Network migration
- DNS changes
- Firewall policy changes
- Content filtering changes
- New static IP configuration
If Scan to Email stopped immediately after network work was performed, that timing is an important troubleshooting clue.
Check the Printer’s Date and Time
Power outages, resets, firmware changes, or other events can sometimes leave a device with incorrect date and time information.
Verify the printer’s:
- Date
- Time
- Time zone
Incorrect time information can interfere with secure connections and certificate validation.
Did the Problem Start After a Firmware Update?
Firmware updates can fix security and compatibility problems, but whenever a problem begins immediately after an update, the timing should be documented.
Review the printer’s configuration and verify that SMTP, network, security, and Scan to Email settings remain correct.
Do not assume the firmware update caused the problem simply because the two events occurred close together, but include it in your troubleshooting history.
Troubleshoot Changes Before Starting Over
When a feature that worked for months or years suddenly stops, there is usually more value in identifying the change than immediately factory-resetting the printer.
Work backward:
When did Scan to Email last work?
Then determine what changed around that time:
Password → Email security → Account → Network → DNS → Firewall → Firmware → Printer configuration
This approach can dramatically reduce troubleshooting time and prevent unnecessary changes to a configuration that may already be mostly correct.
HP Scan to Email Troubleshooting: Key Takeaways
When HP Scan to Email is not working, the fastest way to troubleshoot the problem is to determine which stage of the email process is failing rather than changing settings randomly.
Keep these points in mind:
- Check DNS early. In our IT support experience, missing or incorrect DNS settings have been a common cause of Scan to Email failures, particularly on printers configured with static IP addresses.
- Verify the printer has the correct IP address, subnet mask, default gateway, Preferred DNS, and Alternate DNS.
- Confirm the SMTP server name is correct for your email provider.
- Verify the SMTP port and SSL/TLS settings match the requirements of the SMTP service.
- If you receive an SMTP authentication failed error, check the username, password, account status, SMTP permissions, and authentication method.
- If the printer says it cannot resolve the SMTP server, concentrate on DNS and the SMTP hostname.
- If the SMTP gateway is not responding, investigate network connectivity, DNS, SMTP server, port, encryption, firewall, and internet access.
- If Scan to Email worked previously and suddenly stopped, determine what changed before resetting the printer.
- Password changes, account restrictions, Microsoft 365 or Google Workspace security changes, DNS changes, firewall changes, and network migrations can all affect Scan to Email.
- Check the printer’s date, time, and time zone, particularly when secure SMTP connections are failing.
- Check whether HP provides a firmware update for the printer.
- Older HP printers may not support the authentication or TLS requirements of modern cloud email platforms.
- Don’t weaken Microsoft 365, Google Workspace, or network security simply to accommodate an outdated printer.
- Use the HP Embedded Web Server (EWS) when available to review network, DNS, SMTP, and Scan to Email settings and run configuration tests.
- Record the exact error message before making changes. The error can provide an important clue about which stage is failing.
- Avoid a factory reset as your first troubleshooting step. It may erase network, SMTP, address book, and scanning configurations without correcting the actual problem.
A Simple Way to Troubleshoot HP Scan to Email
Think of Scan to Email as a sequence:
Network → DNS → SMTP Server → Port/TLS → Authentication → Message Submission → Email Delivery
Start at the point indicated by the error message and work through the process logically.
For example:
Cannot resolve SMTP server → Check DNS.
SMTP gateway not responding → Check connectivity, SMTP server, port, TLS, and firewall.
SMTP authentication failed → Check credentials, account permissions, and authentication requirements.
Email sends but never arrives → Check spam filtering, quarantine, attachment limits, mail flow, and recipient policies.
And if Scan to Email used to work, always ask one question first:
What changed?
That question can often lead to the solution faster than rebuilding the entire printer configuration.
HP Scan to Email – Frequently Asked Questions
Why is HP Scan to Email not working?
HP Scan to Email can stop working because of incorrect DNS settings, an invalid SMTP server or port, authentication failures, incorrect SSL/TLS settings, network connectivity problems, email account changes, or updated security requirements from the email provider.
Start by determining whether the printer can access the network, resolve the SMTP server through DNS, connect to the SMTP service, and successfully authenticate.
Why does my HP printer say it cannot resolve the SMTP server?
This usually indicates a DNS problem or an incorrect SMTP hostname.
Check the printer’s Preferred DNS and Alternate DNS settings and verify that the SMTP server name is entered correctly. This problem is particularly common when a printer has been assigned a static IP address but DNS server addresses were not entered.
What does SMTP gateway not responding mean on an HP printer?
An SMTP gateway not responding error generally means the printer cannot successfully communicate with the configured SMTP server.
Check the SMTP server address, DNS settings, default gateway, SMTP port, SSL/TLS configuration, internet connection, and firewall rules. If the printer can resolve the server but cannot establish a connection, investigate the port, encryption method, firewall, and SMTP service.
How do I fix SMTP authentication failed on an HP printer?
Verify the SMTP username and password first. Then check whether the email account is active, SMTP authentication is permitted, and the printer supports the authentication method required by the email provider.
With older HP printers, authentication can fail even with the correct password if the email service no longer supports the authentication method used by the device.
What SMTP server should I use for HP Scan to Email?
The correct SMTP server depends on your email provider or organization’s mail system.
Use the SMTP server specified by your current email provider or mail administrator rather than copying settings from an unrelated printer or an outdated online guide.
The SMTP server, port, encryption method, authentication settings, and sending account must all be compatible.
What SMTP port should I use for HP Scan to Email?
The correct port depends on the SMTP service and encryption method being used.
Common SMTP ports include 587 for authenticated submission using STARTTLS, 465 for services supporting implicit TLS, and 25 for certain SMTP relay or server-to-server configurations.
Use the port documented by your email provider or configured by your mail administrator.
Why does HP Scan to Email need DNS?
The printer uses DNS to translate an SMTP hostname into the IP address required to contact the mail server.
Without working DNS, the printer may still print normally and be accessible from computers on the local network while being unable to locate an internet-based SMTP server.
What DNS should I use for HP Scan to Email?
Use the DNS servers appropriate for your network.
In a business environment, this might be a local DNS server, Windows domain controller, firewall, router, ISP-provided DNS service, or another DNS service selected by the network administrator.
For simple networks without internal DNS requirements, public DNS services may also be appropriate. Do not replace an organization’s existing DNS configuration without understanding its network design.
Why does my HP printer print normally but Scan to Email doesn’t work?
Printing and Scan to Email use different communication paths.
Printing may occur entirely across the local network, while Scan to Email requires the printer to reach an SMTP server, often across the internet.
Therefore, a printer can print perfectly while Scan to Email fails because of DNS, gateway, SMTP, authentication, TLS, firewall, or email-provider problems.
Why did HP Scan to Email suddenly stop working?
If Scan to Email previously worked, determine what changed.
Common causes include an email password change, disabled or locked account, SMTP authentication changes, Microsoft 365 or Google Workspace security changes, DNS changes, firewall changes, network migrations, incorrect printer date or time, firmware changes, or updated TLS requirements.
Can I configure HP Scan to Email with Microsoft 365?
Yes, depending on the HP printer’s capabilities and the Microsoft 365 configuration.
The appropriate method may involve authenticated SMTP submission, SMTP relay, or another Microsoft-supported method. Older printers can present challenges because they may not support modern authentication or security requirements.
For business environments, choose a Microsoft-supported configuration that does not require unnecessarily weakening the organization’s security.
Why won’t my HP printer authenticate with Microsoft 365?
Possible causes include an incorrect username or password, disabled SMTP AUTH, account restrictions, authentication-policy changes, TLS incompatibility, or an older printer that does not support the authentication method required by Microsoft 365.
Correct SMTP settings alone do not guarantee that an older device can successfully authenticate.
Can HP Scan to Email work with Gmail or Google Workspace?
Yes, but the correct configuration depends on the Google account, printer capabilities, and organizational settings.
Possible approaches may include authenticated SMTP, an app password where supported, or Google Workspace SMTP relay. Organizations using Google Workspace should follow their administrator’s approved mail configuration rather than relying on older instructions for “less secure apps.”
Why won’t my HP printer authenticate with Gmail?
Authentication may fail because of an incorrect password, revoked app password, Google account security changes, administrator policies, or an authentication method that the printer does not support.
Older HP printers can have difficulty meeting modern Google authentication requirements even when their SMTP server and network settings are correct.
What does “unable to connect to the remote destination” mean?
This generally indicates that the HP printer could not successfully connect to the configured destination or SMTP service.
Check the printer’s network connection, default gateway, DNS servers, SMTP hostname, port, SSL/TLS settings, authentication configuration, and firewall restrictions.
Why does my HP printer say a recipient address is not valid?
Check the recipient address for spelling mistakes, spaces, missing characters, an incorrect domain, or unsupported formatting.
Try sending a scan to one known-good email address. If that succeeds, add additional recipients individually to identify the address or formatting causing the problem.
Why does the HP printer say the scan was sent but the email never arrives?
If the printer successfully submits the message but the recipient never receives it, investigate the email-delivery side of the process.
Check spam or junk folders, quarantine, email security filters, attachment-size limits, mail-flow rules, sender restrictions, and recipient policies.
Try sending a small one-page scan to a known working mailbox.
How do I access the HP Embedded Web Server?
Find the printer’s IP address and enter that address into a web browser from a computer connected to the same network.
If supported and enabled, the HP Embedded Web Server will open and provide access to printer configuration options. Depending on the model, Scan to Email settings may appear under Scan, Digital Send, Email, SMTP, Network, or similar menus.
Should I update my HP printer firmware if Scan to Email isn’t working?
It is worth checking whether HP provides current firmware for your specific printer model, particularly if the network and SMTP settings appear correct.
Firmware updates can include security, compatibility, networking, and bug fixes. Obtain firmware from HP’s official support resources and make sure it matches the exact printer model.
Can the wrong date and time cause Scan to Email problems?
Yes. Secure SMTP connections can depend on certificate validation, and a significantly incorrect printer date or time can interfere with establishing a secure connection.
Verify the printer’s date, time, and time zone when troubleshooting SSL/TLS or certificate-related SMTP problems.
Can an HP printer be too old for Scan to Email?
Potentially.
An older printer may still print and scan normally but lack support for the modern TLS or authentication methods required by Microsoft 365, Google Workspace, or another email provider.
When that happens, possible solutions may include updated firmware, an approved SMTP relay, another supported mail-delivery method, or replacing a device that can no longer meet current security requirements.
Should I factory-reset my HP printer if Scan to Email stops working?
Usually not as the first troubleshooting step.
A factory reset may erase static IP settings, DNS configuration, SMTP settings, address books, scan destinations, and other customized options without correcting an external authentication, DNS, network, or email-provider problem.
Document the existing configuration and identify the stage of the failure before considering a reset.
Still Having Problems With HP Scan to Email?
Scan to Email problems are not always caused by the printer itself. The issue may involve DNS, network configuration, SMTP settings, Microsoft 365 or Google Workspace, authentication, firewall rules, or changing email security requirements.
For businesses, Landon Technologies can help troubleshoot the technology environment surrounding Scan to Email and determine where the communication process is failing.
Our IT support services can help with:
- Network and DNS troubleshooting
- SMTP configuration and connectivity
- Microsoft 365 email configuration
- Google Workspace troubleshooting
- Firewall and network connectivity issues
- Email authentication problems
- Windows and workstation support
- Network-connected business devices
- Remote troubleshooting
- Ongoing business IT support
When the Printer Isn’t Actually the Problem
One of the challenges with Scan to Email is that the printer often gets blamed even when the underlying problem is somewhere else.
For example, the printer may be functioning correctly while the actual problem involves:
DNS → Firewall → Internet connection → SMTP service → Email account → Authentication → Mail flow
Determining where the failure occurs can prevent unnecessary printer replacement or repeated configuration changes.
If the problem is ultimately determined to be a mechanical printer failure, your printer manufacturer or an authorized printer repair provider may be the appropriate resource.
For problems involving the business network, email environment, Microsoft 365, Google Workspace, DNS, or other IT infrastructure, Landon Technologies can help.
Learn More About Our IT Support Services
Related IT Services
If your organization needs ongoing assistance beyond a single Scan to Email problem, these services may also be helpful:
- Small Business IT Support – Professional technical support for business users, computers, networks, and technology.
- Remote IT Support – Remote troubleshooting and technical support for businesses.
- Managed IT Services – Proactive monitoring, maintenance, security, patching, and management of business technology.
- Microsoft 365 Services – Microsoft 365 administration, security, migration, and support.
- Network Infrastructure Consulting – Professional assistance with business networks, connectivity, infrastructure, and network planning.
More Small Business Technology Tips
Landon Technologies publishes practical technology guides based on the types of issues businesses and IT professionals encounter in real-world environments.
Visit our Small Business Tech Tips section for additional troubleshooting, cybersecurity, Microsoft 365, cloud, and business technology resources.